The scanning of eTickets purchased through MTA eTix is an essential part of our efforts to ensure full fare collection on all trains. All eTickets are subject to scanning, just as all paper tickets are subject to inspection.
Common reasons eTickets are scanned:
- Your eTicket was activated as the crew member began checking tickets in your car.
- Tip: eTickets should be activated just before you board the train.
- The actual time and the time displayed on the app do not match.
- Tip: Keep the app synced on your mobile device.
- On various days throughout the month, crew members may be instructed to scan a particular type of ticket (such as a monthly) on all trains on a particular branch or branches. As a result, your ticket may be scanned while the ticket presented by another customer in your train car will not be scanned.
- Additional indicators displayed on the app may prompt a crew member to scan an eTicket.
If your eTicket cannot be accepted after scanning:
Please provide an alternate ticket or pay the onboard fare, retain all documentation, and notify us as soon as possible by calling 511 or 718-217-LIRR (718-217-5477), or by sending an e-mail.
Upon receipt of appropriate documentation, we will investigate. If the eTicket presented is found to have been valid, we will provide reimbursement for additional ticket expenses incurred. Crew members will not be able to investigate and reach a determination on the train. Thank you for your cooperation.
For more information
Customer Service Center agents are available to answer questions via live chat or phone between 6 a.m. and 10 p.m., daily.
For service-related questions, chat live with customer service agents through the LIRR TrainTime app. To speak with an agent, call 511 or 718-217-LIRR (718-217-5477) and say “Representative” when the prompts begin. Automated schedule information is available via phone 24/7.